US20040166832A1 - Directory assistance with multi-modal messaging - Google Patents

Abstract

A information assistance application is disclosed for use in a wireless communication environment. A requestor terminal is operable to generate a request for an information record associated with a subscriber terminal. The request is transmitted from the requestor terminal to an information assistance application server. The information assistance application server processes the request to determine the identity of the person for whom information has been requested and to determine how to contact the subscriber terminal. A message is generated and sent to the subscriber terminal requesting permission to provide the requester terminal with the requested information. If the subscriber terminal replies with an indication that the information may be provided, then the information application server generates a message that includes the information being requested and transmits it to the requestor terminal.

Description

CONTINUATION DATA
• This application claims priority from and is a continuation-in-part of U.S. application Ser. No. 10/263,523, filed Oct. 3, 2002 entitled Multi-Modal Messaging, which claims priority from U.S. Application Serial No. 60/326,835 and U.S. application Ser. No. 10/264,219, filed Oct. 3, 2002 entitled Virtual Customer Database, which claims priority from U.S. Application Serial No. 60/326,827. The disclosures of the above-referenced applications are incorporated herein by reference in their entirety.[0001]
BACKGROUND OF THE INVENTION
• 1. Technical Field[0002]
• The present invention relates generally to mobile and fixed communication and more particularly, to a method and system for communicating with terminals over an access network using multiple communication modes during a single interaction for the purpose of requesting permission from a user of a terminal for the release of information.[0003]
• 2. Related Art[0004]
• Basic information assistance services have been available to users of standard telephone services for many years. While improvements have been made to these systems, such systems are still not suited for many users, including subscribers of wireless telephone services. Information assistance services for wireless terminal users is not widely accepted by users today because the vast majority of wireless terminal users are billed by the minute, regardless of who places the call. In other words, the calling party pays model is not used by wireless access providers and as such, users are typically billed for all of their air time or time used accessing the network.[0005]
• In current information assistance services, a customer is typically connected with an operator and then verbally identifies the name and address of a party whose telephone number is desired. In the alternative, a customer may access a web site from a personal computer and manually enter search parameters into a search engine. This is not satisfactory because users of wireless terminals are often not near a computer terminal and wireless telephone numbers and other such information is typically not made available to the public. The operator or search engine then locates the number, using printed directories or a computer database, and provides the number to the customer.[0006]
• A live operator sometimes provides the number to the person making the request. In addition, the number is sometimes provided through a synthesized voice response system that generates voice-based responses containing the number. After the customer's inquiry has been satisfied, the connection to the operator is typically cutoff or the customer is given the option of having the call connected for them. Simply put, the above-referenced systems are not very well adapted for use in a wireless communication environment.[0007]
• Wireless terminal users often do not want their contact information given out to anyone who requests it. In other words, wireless terminal owners generally do not want their wireless telephone numbers or other contact information given out to just anyone who is capable of dialing information assistance. For these reasons, wireless information assistance is generally not made available to customers, especially in the United States. As such, a need exists for a wireless information assistance application that is capable of providing information assistance to users of wireless terminals, while at the same time providing the ability to protect the security and privacy of users of wireless terminals.[0008]
SUMMARY
• The present invention discloses an information assistance application that is capable of providing wireless terminals with the ability to make an information assistance request for the purpose of allowing one user of a wireless terminal to obtain contact information associated with other individuals utilizing terminals. The information assistance application allows the owner and/or operator of a terminal to receive a notification when someone is requesting their respective contact information. The notification contains a reply indication that allows the owner of the terminal to respond to the request for contact information using their respective terminal. If the response is positive, the information assistance application will generate a response and send it to the requestor that contains the appropriate contact information. If the response is negative, the information assistance application will generate a response that indicates that the person they were attempting to obtain information from has declined their request.[0009]
• The information assistance system disclosed by the present invention is preferentially designed for users of wireless terminals. One or more wireless service providers may be located in any geographic region. The present invention connects one or more wireless service providers to at least one information assistance application server that contains the information assistance application. Each of the terminals used in the present invention are preferentially wireless terminals that are operable or programmed to use various types of wireless services provided by the wireless service providers, however, one or more of the terminals may not be wireless terminals. In addition, preferentially each of the terminals used in the present invention are preferentially terminals that are capable of employing multi-modal messaging.[0010]
• In one preferred embodiment of the present invention, the person making the request for contact information (referred to herein throughout as the “Requestor”) may dial a special telephone number to access the information assistance application. In this embodiment, the Requestor may be connected to a computer telephony integration module of the information assistance application. The computer telephony integration module may route the call to a human operator that will fulfill the request being made by the Requestor. The human operator may be located at a computer terminal that may display the identity of the Requestor. Various types of information may be made available to the human operator about the Requestor such as, for example, a name, an address, a telephone number, a messenger identification, an email address and so forth.[0011]
• In other embodiments, to access the information assistance application the Requestor may also locate and select a special link or icon stored in a menu-based system located on the terminal. Further, the Requestor may also have access to a browser-based application that allows the Requestor to gain access to the information assistance application through a web-enabled environment. For example, the Requestor may go to a website that hosts the information assistance application and make a request by entering information into input fields generated by the information assistance application on a web page. The Requestor may also generate a text-message based request that is sent to the information assistance application. It is also worth noting that a special button may be located on the terminal that causes the terminal to connect to the information assistance application as well.[0012]
• Once the request is received by the information assistance application, it may be converted into a text request that the information assistance application can more easily handle and interpret to generate an appropriate response. The information assistance application may include a voice recognition module that may be used to interpret and identify words contained in spoken requests from Requestors and spoken responses from Subscribers. As such, the voice recognition module may be used to help convert spoken requests and replies into text messages that can be interpreted by the information assistance application. In addition, the information assistance application may also include a natural language processing module that is operable to take normal human phrases or speech and generate appropriate database searches based on normally spoken speech or dialogue. In the case of the computer telephony integration embodiment, a human operator at a terminal may interpret or take the request from the Requestor and enter an appropriate search into appropriate search fields generated on the computer terminal.[0013]
• The information assistance application may include a permission module that may be used to process each request from a Requestor. The permission module may determine if the Requestor is authorized to make a request. A voice print module may be included that compares a voice print of the Requestor with a known voiceprint of the owner of the terminal to determine if the Requestor is authentic. If the Requestor is authentic, the request may be processed by the information assistance application and if not, the request may be rejected. In addition, a requestor identification module may be used to determine the identity of the Requestor. The identity of the request may be part of the message that is generated and sent to the owner of the terminal for whom information is being requested.[0014]
• As generally set forth above, the information assistance application is operable to determine the identity of the person for whom information is being requested. The information assistance application may have access to a subscriber database that contains this information or it may access a virtual customer database system. A voice recognition module and a natural language processing module may be used to determine the identity of the person. In addition, the information assistance application may also include a text-based message module that is used to interpret incoming requests that are received from Requestors in the form of text-based messages. Once the information assistance application determines the identity of the Subscriber for whom information is sought, the permission module may generate a message that is sent to the Subscriber. Preferentially, the message is a multi-modal message, meaning the message is sent to the Subscriber's terminal using multiple message formats.[0015]
• The message that is sent to the Subscriber contains a method by which the Subscriber may reply to the message. As an example, the Subscriber may be asked to press a key, select an icon or say a predetermined word to grant the information assistance application permission to provide the Requestor with the information being requested. In addition, the message that is sent to the Subscriber may also include contact information or data associated with the Requestor. As such, the message may include the Requestor's name, telephone numbers, email address(es), fax numbers, messenger identification, and so forth. The Subscriber may also be provided with an option to allow the Subscriber to save the Requestor's information in a database of contacts contained on their terminal. In addition, the Subscriber may also be provided with an option that allows them to determine the type of contact information or data that will be given to the Requestor.[0016]
• The Subscriber may be given the option on their respective terminal to indicate whether or not the information being requested by the Requestor should be forwarded to the Requestor's terminal. If the Subscriber grants the request, the permission module of the information assistance application may determine the type of information the Subscriber has authorized to be made available by the system. A subscriber preference module of the information assistance application may be used to determine the type of data that the information assistance application is allowed to turn over or be made available to the Requestor. In addition, the permission module may interpret the reply from the Subscriber to determine the type of data to be given to the Requestor as the message to the Subscriber may contain an option that allows the Subscriber to indicate what information may be given to the Requestor.[0017]
• The response sent to the Requestor's terminal is preferentially in the form of a multi-modal message. For example, the information assistance application may generate a response to the Requestor that causes the Requestor's terminal to ring and when answered, to generate a spoken statement that states: “Your request for John Smith's contact information has been approved, please see your screen for the information you requested.” The information assistance application may also generate a text-based message at the same time that is sent to the Requestor's terminal that contains the requested information or information that has been authorized for release by the Subscriber. The response may be in several formats, such as for example, a voice-based response, a text-based response, an email, a voice-mail, a fax, an instant message and so forth. The response may also be in a format that is capable of automatically being stored in a contact information or personal information management (“PIM”) application located on the terminal.[0018]
• For the purpose of the present invention, it is important to note that all of the software components or modules discussed herein may be used in combination with other modules. Other systems, methods, features and advantages of the invention will be, or will become, apparent to one with skill in the art upon examination of the following figures and detailed description. It is intended that all such additional systems, methods, features and advantages be included within this description, be within the scope of the invention, and be protected by the following claims.[0019]
BRIEF DESCRIPTION OF THE DRAWINGS
• The invention can be better understood with reference to the following drawings and description. The components in the figures are not necessarily to scale, emphasis instead being placed upon illustrating the principles of the invention. Moreover, in the figures, like referenced numerals designate corresponding parts throughout the different views.[0020]
• FIG. 1 illustrates a preferred embodiment of a multi-modal messaging system for a wireless communication system.[0021]
• FIG. 2 illustrates the general process steps performed by a preferred embodiment of the multi-modal messaging system during an illustrative operation.[0022]
• FIG. 3 illustrates an example of the virtual customer database (VCDB) system.[0023]
• FIG. 4 is a block diagram of the administrator depicted in FIG. 1.[0024]
• FIG. 5 is a more detailed block diagram of a portion of the virtual customer database system in FIG. 1.[0025]
• FIG. 6 is a flow diagram illustrating example operation of the portion of the virtual customer database system depicted in FIG. 3.[0026]
• FIG. 7 is a flow diagram illustrating another example operation of the portion of the virtual customer database system depicted in FIG. 3.[0027]
• FIG. 8 illustrates a wireless communication system that includes an information assistance application.[0028]
• FIG. 9 is an exemplary flow chart of some of the process steps performed by the information assistance application.[0029]
• FIG. 10 is an exemplary block diagram of some of the software components or modules of the information assistance application.[0030]
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
• Multi-Modal Messaging[0031]
• Referring to FIG. 1, the present invention discloses a[0032]multi-modal messaging system10 for awireless communication system12 is illustrated. Thewireless communication system12 includes at least onewireless terminal14 that is connected to at least onewireless access network16. Although not illustrated, thewireless access network16 generally includes a base station transceiver that is connected to a base station server. The base station server is connected to a network connection that may be a publicly switched telephone network or a private network. In the embodiment illustrated in FIG. 1, thewireless access network16 is connected to at least oneswitch18, thereby connecting thewireless terminal14 to amulti-modal message server20. However, as further illustrated in FIG. 1, thewireless access network16 could also be connected to arouter19 in an IP-based wireless access network as the function of transferring data between thewireless terminal14 and themulti-modal message server20 is provided by both types of devices.
• The[0033]multi-modal messaging system10 discloses a method of communicating with awireless terminal14 using multiple modes of communication including, but not limited to, human speech and text-based messages during a single transaction or call. As set forth in detail below,wireless terminals14 that are connected to thewireless access network16 preferentially communicate with themulti-modal message server20 via thewireless access network16 to which thewireless terminal14 is connected. Themulti-modal messaging system10 also includes an automated speech recognition application with which the user of thewireless terminal14 interacts to request and receive information from various databases containing information from a plurality of businesses.
• Referring to FIG. 1, during operation the[0034]wireless terminal14 is capable of transmitting and receiving messages that may come in several formats. The formats include human speech, which is produced using a speaker and a microphone, and text and graphic formats that are generated on a display of thewireless terminal14. Thewireless terminal14 preferentially transmits a tailored request for information to themulti-modal message server20 in either human speech or text based message formats. Speech-based tailored requests for information are transmitted by means of a wireless telephone call as known in the art. Text-based tailored requests for information are transmitted in the form of a text message that is transmitted using a wireless communication protocol, including but not limited to a short message service (“SMS”), any wireless application protocol (“WAP”), or any email protocol.
• A user of the[0035]wireless terminal14 establishes a connection with themulti-modal message server20 by dialing a phone number that is associated with a participating company that operates themulti-modal message server20. The act of dialing a predefined phone number associated with themulti-modal message server20 causes thewireless access network16 to connect the call to themulti-modal message server20. The user of thewireless terminal14 is capable of establishing a connection with themulti-modal message server20 from an interactive menu that is generated on thewireless terminal14 through a wireless application protocol or by predefined user or factory settings. Selecting a link or prompt to a respectivemulti-modal message server20 contained in the interaction menu thereby establishes the connection between theremote terminal14 and themulti-modal message server20. The user may enter an address or universal resource locator (“URL”) of themulti-modal message server20 to establish the connection between thewireless terminal14 and themulti-modal message server20.
• Although not specifically illustrated, the operator of the[0036]multi-modal message server20 may or may not be the actual company from which data is sought by the user of thewireless terminal14. The company operating themulti-modal message server20 may be a third-party that is licensed or granted permission to provide certain types of data to consumers havingremote terminals14 that are associated with the company operating themulti-modal messaging system10. For example, the provider of thewireless communication system12 may have a contract with the operator of themulti-modal message server20 and in turn, another company from which the user is seeking information may also have a contract with the operator ofmulti-modal message server20. The cooperation of all parties enables themulti-modal messaging system10 to function properly despite the varying types of contractual arrangements made between respective parties. Further, themulti-modal message server20 may house the data files that contain the information requested by the user or themulti-modal message server20 may be connected to several different company file servers that contain the desired information that is responsive to the requests for information that are generated by thewireless terminals14.
• In response to the requests for information that are generated by the[0037]wireless terminal14, themulti-modal message server20 generates structured responses that contain data that is responsive to the requests for information. In transmitting the structured responses to thewireless terminal14, themulti-modal messaging system10 can select from a group of modes of communication including, but not limited to, text modes, graphic modes, animation modes, multi-media modes, pre-recorded and synthesized sounds including synthesized human speech modes, music modes, and noise modes. In particular, themulti-modal messaging system10 uses at least two of the above-referenced modes to transmit responses to thewireless terminals14 during a single transaction or user interaction.
• As set forth above, the methods and protocols for transmitting information in the form of text from the[0038]multi-modal messaging system10 to thewireless terminal14 include, but are not limited to, SMSs, WAPs, and email protocols. In the case of audible information, the response is preferentially transmitted from themulti-modal message server20 to theremote terminal14 during a wireless telephone call that may be initiated by either theremote terminal14 or themulti-modal message server20. The audible information contained in a response may be transmitted in an automated fashion using applications capable of synthesizing human speech and directing the synthesized human speech to a voice mail system associated with the intended recipient'swireless terminal14. As used herein, the term voice mail system includes any system that is capable of receiving, storing and retrieving audible messages in an automated fashion either autonomously or on-demand via a telephone network. These include voice mail servers and both analog and digital answering machines.
• As set forth above, the[0039]multi-modal messaging system10 discloses the use of more than one mode of communication during the course of a single interaction between thewireless terminal14 and themulti-modal message server20. A single interaction is defined as a set of messages required to meet the needs of a consumer or user of thewireless terminal14 that is requesting a specific service, specific content, or specific information from themulti-modal message server20 and the response or responses that are delivered by themulti-modal message server20 in response to the requests for information from thewireless terminal14. Themulti-modal messaging system10 discloses methods of using multiple modes of communication between a respectiveremote terminal14 and a respectivemulti-modal message server20 during a single interaction, thereby allowing themulti-modal message server20 to respond to the demands of the user using both voice and text-based messages, for example.
• As set forth above, during operation the[0040]wireless terminal14 is operable to generate tailored requests for information about a particular product or service. Themulti-modal message server20 responds to thewireless terminal14 by sending content responsive to the tailored requests for information via messages that are formatted as a text-based message and a voice-based message. Thewireless terminal14 may only be capable of conducting a wireless telephone call or the transmission or receipt of text messages, but not both operations at the same time. As such, in these examples, themulti-modal messaging system10 is designed to provide thewireless terminal14 with text-based messages that are responsive to the requests for information after the wireless telephone call has been disconnected and the user has already received the voice-based messages that are responsive to the requests for information. In addition, the voice call connection between thewireless terminal14 and themulti-modal message server20 and the text-based messages that are sent to thewireless terminal14 may be transmitted from themulti-modal message server20 using a dissimilar wireless communication protocol.
• The[0041]multi-modal messaging system10 preferentially also includes avoice recognition application22. Thevoice recognition application22 is preferentially located on themulti-modal message server20, but may also be located on a separate server that is connected with themulti-modal message server20. Thevoice recognition application22 determines the identity of or recognizes respective words that are contained in voice-based requests for information that are generated by users of thewireless terminal14. The words that are identified by thevoice recognition application22 are used as inputs to aresponse generation application28 in one preferred embodiment of the present invention. As set forth in greater detail below, theresponse generation application28 is capable of generating multi-modal responses that contain data responsive to the requests for information that are generated by the users of thewireless terminal14. As further set forth in detail below, the words that are identified may also be used as an input to a naturallanguage processing application26 that determines the intent of the words contained in the requests for information and not just the identity of the words.
• The[0042]multi-modal messaging system10 may include avoice print application24 that provides security to users of thewireless terminals14 by analyzing voice prints of the user that are obtained by sampling segments of the user's speech. If the user is authenticated, access to themulti-modal messaging service10 is provided to the user and if the user is not authenticated access is denied. Further, if the user desires to limit access to themulti-modal messaging system10 to only themselves or select individuals, then a preference setting may be set by the owner of thewireless terminal14 that restricts access to only pre-authorized users.
• The[0043]voice print application24 can also be used to limit use of thewireless terminal14 so that if theremote terminal14 is stolen it will not be able to be used by the person who steals thewireless terminal14. Thevoice print application24 can also be used to determine if the user is an authorized user that can be provided with information related to a specific account by providing authorization and authentication. Thevoice print application24 can be located on themulti-modal message server20 or on a voice print application server that is connected to themulti-modal message server20.
• As briefly set forth above, the multi-modal messaging system may[0044]10 include a naturallanguage processing application26. The naturallanguage processing application26 works in conjunction with thevoice recognition application22 to ascertain the meaning of natural language requests for information that are received from thewireless terminals14. The naturallanguage processing application26 processes the identified words contained in the voice signals to ascertain the meaning or intent of the words that are contained in the voice signals. As such, during operation thevoice recognition application22 identifies or recognizes the particular words that are contained in the voice signals and the naturallanguage processing application26 interprets the meaning or intent of the recognized words contained in the voice signals. The naturallanguage processing application26 provides functionality to themulti-modal messaging system10 that allows users to enter requests for information using natural language that is normally used in conversations between two human subjects.
• The natural[0045]language processing application26 may be located on themulti-modal message server20, but, in an effort to increase the level of performance, could also be located on a separate server or a separate set of servers connected with themulti-modal message server20. For a more detailed discussion of the natural language processing application please refer to U.S. application Ser. No. 10/131,898 entitled Natural Language Processing for a Location-Based Services System filed on Apr. 25, 2002 which is hereby incorporated by reference in its entirety.
• As illustrated in FIG. 1, the natural[0046]language processing application26 is connected to aresponse generation application28 that uses a plurality of programmed rules in combination with the command or word contained in the request to determine what information should be retrieved and returned to thewireless terminal14. Theresponse generation application28 uses the words identified by thevoice recognition application22 and the intent or meaning of the words determined by the naturallanguage processing application26 to generate a search query that retrieves the appropriate information from acontent database34. In other embodiments, only the words identified from thevoice recognition application22 are used by theresponse generation application28 to generate a response to the tailored requests for information.
• A[0047]location information application30 may be used to determine a geographic location of thewireless terminal14. Thelocation information application30 may be located on themulti-modal message server20 or on another server that is connected to themulti-modal message server20. The geographic location of the user can be used to focus or narrow responses that are generated by theresponse generation application28 to a specific geographic area that is appropriate to the user of thewireless terminal14. Certain types of requests for information generated by users of thewireless terminals14 will be dependent on the current geographic location of thewireless terminal14 and thelocation information application30 is used to provide theresponse generation application28 with location data that is needed to generate a geographically tailored response to requests for information that are dependent on the geographic location of thewireless terminal14.
• The[0048]response generation application28 may also be connected to avirtual customer database32 that may use application and customer proprietary information to determine user preferences for modes of communication. In addition, thevirtual customer database32 may include customer data that includes information about thewireless terminal14 that the user is using such as limitations for the amount or type of data content that thewireless terminal14 can receive or the type of display used by thewireless terminal14 so that responses can be structured in a format that is compatible with the display. In addition, the user may choose not to receive certain types of large files, such as multimedia files and so forth, and these settings may be found in thevirtual customer database32 in the profile of the user.
• As set forth above, the[0049]response generation application28 is used to generate structured responses to the tailored requests for information that are generated by thewireless terminal14. Once the customer preferences and identification have been determined using thevirtual customer database32 and possibly the geographic location of thewireless terminal14 has been determined using thelocation information application30, a query is generated and sent to thecontent database34 that is connected to theresponse generation application28. The query is used to retrieve data that is responsive to the request for information from thecontent database34. Thecontent database34 may be located locally on themulti-modal message server20 or housed on other servers that are connected to themulti-modal message server20. For example, if thewireless terminal14 is connected to amulti-modal message server20 provided by an airline company, the details of a flight that a user is booked on may be retrieved from thecontent database34 if so desired.
• Expanding on the example set forth above, let's say that the user of the[0050]wireless terminal14 is a regular customer of the airline company and is registered with the airline company. Thevirtual customer database32 will know this fact and will assist theresponse generation application28 by providing detailed information to theresponse generation application28 about that particular user. For example, thevirtual customer database32 may contain a customer identification number and a virtual key that is associated with that particular user. This information can be added to the query that is generated by theresponse generation application28, which allows the response generation application to more accurately generate responses. The airline company multi-modal messaging system will be able to use this information to more accurately provide responses to the user that contain accurate data related to that particular user's account and status. Further, this information can be used for authorization and authentication purposes.
• Once the data for the response to the user's request has been located by the[0051]response generation application28, themulti-modal messaging system10 prepares this data for transmission to thewireless terminal14. Aunified messaging application36 preferentially combines the information retrieved into a unified response that can be sent to thewireless terminal14 if theresponse generation application28 does not format the response into the predefined message formats. The unified response that is generated contains a text-based response and a voice-based response that is created using the data that is provided by theresponse generation application28. In essence, theunified message application36 prepares the multi-modal response by generating a response in at least two formats that are suitable for thewireless terminal14. As set forth above, these formats may include a text-based message, a graphics-based message, a voicemail message, and an email message.
• After the unified message is created, a[0052]transcoding application38 may be used to format the unified message into a format that is suitable for thewireless terminal14 using information already known about thewireless terminal14, which is preferentially retrieved from thevirtual customer database32. For example, for a text-based message, thetranscoding application38 may convert the text-based response into an SMS or WAP format. For a voice-based message, thetranscoding application38 may use a voice synthesis application to convert the speech-based response into a format suitable for thewireless terminal14. The response is then sent to thewireless access network16, which thereby transmits the multi-modal response to thewireless terminal14.
• Users of the[0053]wireless terminals14 can define how they want themulti-modal messaging system10 to send responses to them, or themulti-modal messaging system10 may contain information, preferably stored in thevirtual customer database32, about each user of themulti-modal messaging system10 and their respectiveremote terminals14. This allows themulti-modal messaging system10 to generate and transmit responses that are in the preferred format of the user. Themulti-modal messaging system10 allows users to determine what types of services and modes of communication will be used to transmit responses to thewireless terminal14.
• Referring to FIG. 1, a call may be placed on the[0054]wireless access network16 from thewireless terminal14 to themulti-modal message server20. In other preferred embodiments, a connection may be established between thewireless terminal14 and themulti-modal message server20 through the selection of a menu item or the entry of an address on thewireless terminal14. Thewireless terminal14 also preferentially passes information to themulti-modal message server20 about thewireless terminal14 using SS7, ISDN, or other in-band or out-of-band messaging protocols. A calling number identification (“CNI”) may be passed as well as a serial number for thewireless terminal14. This information can be used to determine the identity of the user to which thewireless terminal14 belongs.
• The[0055]multi-modal message server20 uses an interface to detect the call and ‘answers’ the call from thewireless terminal14 using text-to-speech messages or recorded speech prompts. The prompts can ask the user to speak the request for information using some set of predefined commands or may ask the user to utter the request for information using natural language, which will later be processed by thevoice recognition application22 and thenatural language application26. The text-to-speech messages or recorded speech prompts are transmitted across thewireless access network16 to thewireless terminal14.
• During operation, the user speaks the request for information into the[0056]wireless terminal14 and thewireless terminal14 andwireless access network16 transmit the voice signal representing the request for information to themulti-modal message server20. Under one mode of operation, the user speaks one of a pre-defined command phrases or words, which is then interpreted and used by thevoice recognition application22 to generate a response. The user's speech is converted to text using thevoice recognition application22, which is then used as an input to a search query that interprets the user's command. As set forth below, based on the user's command, a response is generated by theresponses generation application28 that is sent to the user.
• The[0057]multi-modal messaging system10 may incorporate avoice printing application24 in conjunction with the database ofproprietary customer information34 to determine if the caller using thewireless terminal14 is the owner of (or assigned to) thewireless terminal14. If the caller is not the owner of thewireless terminal14, (which may occur if someone borrows thewireless terminal14 from the owner) themulti-modal messaging system10 proceeds with the call but does not personalize any of the services based on proprietary customer information associated with the assigned user. Therefore, at any point in the process where themulti-modal messaging system10 would use customer proprietary information, themulti-modal messaging system10 could use additional prompts to request this information from the caller. Themulti-modal messaging system10 could also restrict access to themulti-modal messaging system10 and thewireless terminal14 altogether if the assigned user has preset a user preference indicating the restriction of access to unauthorized users.
• The[0058]multi-modal messaging system10 can handle requests for information that are entered using natural speech. In this embodiment, themulti-modal messaging system10 passes the text identified from thevoice recognition application22 to a naturallanguage processing application26 that is used to determine the intent or meaning of the words contained in the request. The interpreted intent is processed by themulti-modal messaging system10 in the same way the pre-defined commands are processed. This is made possible because the naturallanguage processing application26 is programmed to generate search queries based on the words identified in the request and the intent of the words contained in the request.
• The[0059]response generation application28 uses programmed rules in combination with the commands to determine what information should be retrieved and returned to thewireless terminal14. These rules are stored in executable code or in acontent database34. If themulti-modal messaging system10 determines that location information about thewireless terminal14 is necessary to generate an appropriate response to the request for information, themulti-modal messaging system10 uses thelocation information application30 to determine the geographic location of thewireless terminal14. Thewireless access network16 can use several location determining applications that are designed to sufficiently determine the geographic location of thewireless terminal14 to the accuracy necessary to successfully generate a response that is responsive to the request for information. The location information that is generated by thelocation information application30 is used as part of the search query that is used to locate the desired information.
• Upon determining the data to be returned to the[0060]wireless terminal14 and retrieving this data from acontent database34, theresponse generation application28 of themulti-modal messaging system10 prepares the content to be sent to thewireless terminal14. Themulti-modal messaging system10 may use an application and customer proprietary information to determine the customer's preferences for modes of communication. Additionally, this customer data may include information about thewireless terminal14 assigned to the user such as limitations for the amount or type of data content the device can receive. These methods for storing and accessing the customer proprietary data include those disclosed in a co-pending application entitled Virtual Customer Database, which was filed on Oct. 3, 2002, and assigned application Ser. No. 10/264,219, which is hereby incorporated by reference in its entirety.
• The[0061]multi-modal messaging system10 formats the content contained in the response for thewireless terminal14 using available information about thewireless terminal14 and individual preferences of the users. Aunified messaging application36 preferentially formats the content into multiple messages, if necessary, to respond to thewireless terminal14 in the most informative way that is compatible with thewireless terminal14 to which the user is assigned or has purchased. Themulti-modal messaging system10 may use atranscoding application38 to format the content contained in the response into a suitable format for the user'swireless terminal14 and is capable of generating responses using formats such as WML, HTML, and plain text.
• The[0062]multi-modal messaging system10 then transmits the content to thewireless access network16 operated by the carrier and indicates the recipient and the method for transferring the message(s) to the recipient or user. The messages may be sent as a text message to thewireless terminal14 using any of (but not limited to) the following: SMS, CPDP, Mobitex. Thewireless terminal14 receives the message(s) and the user is allowed to interact with the content contained in the response from themulti-modal messaging system10.
• The[0063]multi-modal messaging system10 may be used in combination with a location-based services system where the content of the messages between the system and thewireless terminal14 contain information that is based on the current geographic location of thewireless terminal14. The location-based services system may be of the type by which the indicator of the location of thewireless terminal14 is generated by thewireless terminal14 and transmitted to themulti-modal messaging system10, determined by themulti-modal messaging system10, or by some combination thereof. For a more detailed description of location-based service systems, refer to U.S. application Ser. No. 09/946,111, which was filed on Sep. 4, 2002 entitled Location-Based Services and is hereby incorporated by reference in its entirety.
• Referring to FIG. 2, an illustrative example of the[0064]multi-modal messaging system10 is set forth below. As an example, let's say that a user ofwireless terminal14 is planning a trip and would like to check with his or her airline to determine their flight itinerary. Atstep40 the user ofwireless terminal14 connects to themulti-modal messaging system10 of the airline through thewireless access network16. Atstep42, themulti-modal messaging server20 transmits a command prompt to the user requesting information from the user of thewireless terminal14. In response, atstep44 the user states a voice request for information, which in this example is illustrated as “Flight itinerary please”, which is transmitted to themulti-modal messaging server20 atstep46.
• At[0065]step48, themulti-modal messaging system10 takes this voice request for information and uses automated speech recognition, which in the preferred embodiment includes processing the voice request for information with avoice recognition application22 and a naturallanguage processing application26, to generate a plurality of responses to the request for information. As an example, in the embodiment illustrated in FIG. 2, a voice-based response is generated that states, “It will be sent to your phone” and a text-based response is generated that provides the user with the appropriate itinerary information that is tailored for that particular user. Atstep50, themulti-modal message server20 transmits the multi-modal response to the user, which in FIG. 2 is represented as a voice-based response and a text-based response.
• To generate the response, the[0066]multi-modal messaging system10 uses customer information that is received from thevirtual customer database32 to determine that the user of thewireless terminal14 has a profile with the airline. The profile is capable of providing the user's customer ID and possibly a virtual key that is associated with that customer that authorizes thewireless terminal14 to receive data from the airline's database. This information allows themulti-modal messaging system10 to authenticate and identify the user of thewireless terminal14 in order to generate an appropriate response from the airline's data files.
• The[0067]wireless terminal14 is also capable of responding to the multi-modal message. The user of thewireless terminal14 can respond to the multi-modal message using several different response methods including voice, keypad selections, touchscreen selections and so forth. In response to the user's response, themulti-modal message server20 is capable of generating another multi-modal message that may be sent to thewireless terminal14. For example, a text response sent to thewireless terminal14 states “Your flight leaves at 5 pm and your seat is45B. An upgrade to 1st class is available. Reply to this message for more information.” By replying to the message, themulti-modal message server20 can generate another multi-modal message that provides the details of upgrading to first class. Other scenarios are available and the above-referenced example should be construed as illustrative and not in a restrictive sense.
• Virtual Customer Database[0068]
• The invention includes methods and systems for creating and utilizing a distributed database of customer information. The distributed database may be used to deliver personalized services to consumers using electronic communication channels. The distributed database is enabled through a loose association of customer specific information from participating businesses that may include companies, content providers etc., in order to enable broad profiles of consumers. The customer specific information of each participating business may be securely maintained by that participating business, but may be enabled for real-time external access by consumers using a virtual customer database system. Accordingly, broad consumer profiles may be created within the virtual customer database system without requiring disclosure to third parties and/or direct sharing of consumer information between participating businesses.[0069]
• FIG. 3 is a block diagram illustrating one example of a virtual customer database (VCDB)[0070]system100. TheVCDB system100 includes a plurality of participatingbusinesses102, a distributeddatabase104 and anadministrator106 coupled as illustrated. As used herein, the term “coupled”, “connected”, or “interconnected” may mean electrically coupled, optically coupled, wirelessly coupled and/or any other form of coupling providing an interface between systems, devices and/or components.
• The participating[0071]businesses102 represent information-based systems of businesses providing goods and/or services to consumers. The information-based systems may include customer data storage systems, data retrieval systems, communication systems and/or any other systems supporting customer record keeping related to the supply of goods and/or services. The data stored in such systems may include any form of customer specific data related to providing goods and/or services to each consumer. Typically, the participatingbusinesses102 are protected from unauthorized access by a firewall or other security measures. As used herein, the term “consumer” refers to users of theVCDB system100 for personalized services. The term “customer” on the other hand, refers to information and services related to consumption/utilization of goods and/or services by such consumers.
• In the illustrated example, the participating[0072]businesses102 may include at least one participatingcompany108 and at least one participatingcommunication provider110. The participatingcompany108 may be any independent company, such as, for example, an airline company, a manufacturing company, a utility company or any other business providing goods and/or services to consumers. The participatingcommunication provider110 may be any business providing communication services to consumers, such as, for example, a wireless phone service provider, a wireline phone service provider, a paging service provider, an email service provider, an interactive messaging provider, an Internet access provider or any other provider of communication services over electronic communication channels. In other examples any number of participating companies and participating communication providers may be included in the participatingbusinesses102 of theVCDB system100.
• The distributed[0073]database104 may include one or more secure databases accessible by one or more database management systems (DBMS). The distributeddatabase104 includes separate, secure, participating business databases for each of the participatingbusinesses102. The participating business databases may each include customer specific information extracted from associated participatingbusinesses102. As illustrated by dashedlines112 in FIG. 3, a first database identified as a participatingcommunication provider database114 is preferably associated with the participatingcommunication provider110. In addition, a second database identified as a participatingcompany database116 is preferably associated with the participatingcompany108. Alternatively, the participatingcommunication provider database114 and the participatingcompany database116 may be included along with any other participatingbusinesses102 in a common secure database. Within the common secure database, passwords or other security measures may be used to limit access to the different areas of the database pertaining to each of the participatingbusinesses102.
• The distributed[0074]database104 may also include a third database identified as a sharedparticipant database118. The sharedparticipant database118 is at least one database common to all of the participatingbusinesses102. Non-sensitive information related to each of the participatingbusinesses102 may be included in the sharedparticipant database118. In addition, administrative and operating information related to theVCDB system100 may be included in the sharedparticipant database118. For example, account information related to consumers subscribing to the personalized services of theVCDB system100, consumer utilization information, consumer customization of personalized services and/or any other consumer information related to theVCDB system100 may be included.
• The shared[0075]participant database108 of the illustrated example includes a consumer/company cross-reference database120 cooperatively operating with a consumerinternal profile database122. The sharedparticipant database118 may include non-sensitive general information related to each of the participatingbusinesses102. In addition, the sharedparticipant database118 may include consumer specific information for each consumer. The sharedparticipant database118 may also include any other information related to operation of theVCDB system100 in providing personalized services to consumers. The consumer/companycross reference database120 and the consumerinternal profile database122 may be collocated in the same database, or may be two separate databases operating on the same, or different, hardware platforms.
• The consumer/company[0076]cross reference database120 may include information to cross reference each of the participatingbusinesses102 to corresponding consumers utilizing theVCDB system100. Consumers utilizing goods and services of the participatingbusinesses102 may be cross-referenced to corresponding company IDs within the sharedparticipant database118. The company IDs may be the name of the company from which the information was extracted, a code representing the company and/or any other form of unique identifier. In addition, the consumer/companycross reference database120 may include any other information pertaining to associating consumers with the participatingbusinesses102.
• The consumer[0077]internal profile database122 may include information related to each consumer enabled to utilize theVCDB system100. The consumer related information may be selectively associated with individual company IDs and may include a consumer's name and address (past and present) as well as consumer specific contact information and pre-determined contact parameters. The consumer specific contact information may identify electronic communication channels for delivery of personalized services based on the pre-determined contact parameters. The electronic communication channels may be identified by associating communication device(s) of each consumer with company ID(s) of the participating communication provider(s)110. The pre-determined contact parameters may include, for example, time period designations, content designations, originator designations, preference rankings or any other considerations related to utilization of the contact information.
• For example, the consumer specific contact information may indicate three electronic communication channels utilized by a wireless phone, a pager and a PDA, each serviced by a different one of the participating[0078]businesses102 identified with a company ID. In addition, pre-determined contact parameters may identify the pager as the first choice for daytime delivery of personalized services and the wireless phone as the first choice for nighttime delivery. Further, the pager may be identified to receive text messages from one of the participatingbusinesses102 while the PDA may be identified to receive multimedia messages from another of the participatingbusinesses102.
• In addition, the consumer[0079]internal profile database122 may also include consumer verification data. The consumer verification data may be provided during and/or following subscription to theVCDB system100 for personalized services. Verification of consent by the consumer, and/or the participatingbusinesses102, to the release and use of consumer/customer information that may be needed to process requests may be provided by the consumer verification data. In addition, verification may involve determining the level of personalized services within the VCDB system100 a consumer has purchased. Further, any other consumer specific information may be included within the consumerinternal profile database122.
• The separate secure databases of the distributed[0080]database104 may be located remotely or locally. Preferably, the participatingcommunication provider database114 and the participatingcompany database116 reside remotely within the firewalls of the corresponding participatingbusinesses102. The databases may be enabled for external access via technologies such as, for example, extensible markup language (XML), simple object (SOAP), common object request broker architecture (CORBA), hypertext transfer protocol (HTTP), hypertext markup language (HTML), remote message interface (RMI), Internet inter object request broker (ORB) protocol (IIOP) and/or any other proprietary/non-proprietary interface technologies. Alternatively, the participatingcommunication provider database114 and the participatingcompany database116 may be collocated locally with the sharedparticipant database118, theadministrator106 and/or themselves.
• The[0081]administrator106 may be one or more applications operating to oversee and direct operation of theVCDB system100. Operation of theadministrator106 may occur on one or more server computers or other devices capable of communication with the participatingbusinesses102 and the distributeddatabase104. In general, theadministrator106 maintains theVCDB system100 and acts as an interface to deliver personalized services to a consumer over electronic communication channels.
• Two types of services may be leveraged with the[0082]VCDB system100 using theadministrator106. The first type of services is pull services where content is provided based on incoming requests from consumers for customer specific information. Examples of pull services requests may include requests for an airline itinerary, a bank statement, an order status, a service schedule or any other customer specific information related to goods and/or services purchased by a consumer. The requests may be forwarded over electronic communication channels from wireless or wireline communication devices operated by consumers. Theadministrator106 may receive such requests and utilize the distributeddatabase104 to authorize and format such requests with customer specific information. The formatted requests may then be forwarded to the appropriate participating business within the participatingbusinesses102. Based on the request, a response that includes customer specific information may be provided to the consumer who originated the request.
• The second type of services is push services where content is provided to consumers based on incoming requests initiated by an external event and/or predetermined preferences of a consumer. Examples of push services requests may include requests for notification of consumer(s) regarding a delayed airline flight, a checking account overdraft, non-payment of a bill, backordered goods/services that are now available, or any other personalized notification related to the provision of goods and services by the participating[0083]businesses102. Such requests may be received, authorized, formatted and forwarded by theadministrator106 to the identified consumer. The requests may be forwarded over an electronic communication channel to a communication device, such as, for example, a wireless communication device. The electronic communication channels may be selected based on predetermined instructions from the consumers.
• Any participating business desiring interactions with customers via electronic communication channels may utilize the[0084]VCDB system100. Since requests for pull services are handled by theVCDB system100, incoming requests from consumers need not include sensitive customer specific information. In addition, incoming requests for push services for consumer notification need not include sensitive destination address information. Further sensitive customer information may remain with each of the participatingbusinesses102 within associated separate secure databases. Accordingly, customer information may remain within the “four walls” of each participating business that is collecting and using such information to provide goods and/or services. Utilizing the distributeddatabase104 and theadministrator106, however, personalized customer information and other services may be enabled for real-time secure external access by consumers via a common interface standard.
• As used herein, the term “sensitive information” pertains to information considered by a consumer to be private and/or personal. In addition, “sensitive information” includes information considered by any of the participating[0085]businesses102 to be confidential, proprietary and/or would otherwise provide a competitive advantage to competitors.
• FIG. 4 is an example block diagram illustrating the functionality of the[0086]administrator106 depicted in FIG. 3. Theadministrator106 includes a load andscrub processing module140, a request-handlingmodule142 and a transaction-monitoring module144. In other examples, fewer or more modules may be illustrated to depict the functionality of theadministrator106.
• The load and[0087]scrub processing module140 includes anextraction component152 and a loading component154 cooperatively operating as illustrated. In general, the load andscrub processing module140 directs the extraction and selective distribution within the distributed database104 (FIG. 3) of customer information from the participating businesses102 (FIG. 3). The term “load” refers to the insertion of records within the separate secure databases of the distributeddatabase104. The term “scrub” refers to the selective allocation of information to separate (or “scrub”) sensitive information from non-sensitive information. The load andscrub processing module140 may also include additional functionality such as, for example, data verification, removal of duplications, resolution of nicknames, misspellings, maiden/married name mapping, resolution of address spelling variants (e.g. “Cooper Lake Dr.” and “Cooperlake Dr.” or “Rain Tree Road” and “Rain Tree Rd”) or any other processes related to selective data distribution within the distributeddatabase104.
• Referring now to FIGS. 3 and 4, extraction of the customer information is performed with the[0088]extraction component152. Theextraction component152 may communicate with each of the participatingbusinesses102 to obtain an extract of customer information. Each extract represents the customer information of one of the participatingbusinesses102, and may be identified with a corresponding company ID. The company ID may be provided along with the extracted customer information from each of the participatingbusinesses102. Alternatively, theextraction component152 may be capable of identifying each of the participatingbusinesses102 and assigning the appropriate company ID. In another alternative, theextraction component152 may cross reference the company name or other identifying information obtained in the extract with the sharedparticipant database118, or any other database, to identify the company ID.
• The extract may include a customer name and a customer address associated with an internal customer ID. In addition, where the participating[0089]businesses102 are a participatingcommunication provider110, enabled communication channel(s) may also be included in the extract. The customer name and address represent each customer of one of the participatingbusinesses102. The internal customer ID is an identifier to uniquely identify each customer, such as, for example, an account number, a frequent flier number (for an airline company) or any other way of uniquely identifying customers within a business' record keeping system.
• The enabled communication channel(s) identify electronic communication channel(s) and device address(es) supported by the participating[0090]communication provider110 for contacting the corresponding customer. For example, for a given customer the enabled electronic communication channels may include device addresses for an instant messaging address, an email address and a wireless phone number. In addition, any other information associated with uniquely identifying the communication channel(s) and corresponding device address(es) for a customer may be included in the extract. Any other customer related information may also be included in the extract, such as preferences for which method used to contact, schedules corresponding to which method of contact to use, length of message the device can receive (e.g. some mobile phones only accept55 characters, some accept255 characters).
• Following extraction, the information within the extract may be compared by the[0091]extraction component152 to a list of subscribing consumers. The list of subscribing consumers may be a listing of individuals currently enabled to utilize theVCDB system100 for personalized services. Each entry in the listing of subscribing consumers may include a virtual key associated with the name(s) and current/past addresses of the individual. Alternatively, the virtual key may be associated with any other information indicative of the identity of a consumer that may be compared and selectively matched to the extracted information. The virtual key may be a unique hash code or other similar unique identifier that is a universal but anonymous identifier uniquely representing each consumer utilizing the personalized services of theVCDB system100.
• The[0092]extraction component152 may query the consumerinternal profile database122 for the list of subscribing consumers. Alternatively, theextraction component152 may maintain the list of subscribing consumers. In still other alternatives, the list of subscribing consumers may be stored elsewhere and accessed by theextraction component152. Theextraction component152 may use the list of subscribing consumers to determine potential matches with the customer information contained in the extract. For each properly identified consumer in the extract, theextraction component152 may associate the virtual key of the identified consumer with the corresponding customer information and activate the loading component154.
• The loading component[0093]154 may selectively load information from the extract along with the associated virtual keys into the distributeddatabase104. The information may be selectively utilized by the loading component154 to generate records that are inserted into one or more of the secure databases within the distributeddatabase104. The records generated by the loading component154 may include public customer records and private customer records. Public customer records may include customer information of participatingbusinesses102, which is not sensitive or otherwise deemed confidential by the participatingbusinesses102. Private customer records, on the other hand, may include sensitive customer information.
• Referring again to FIGS. 3 and 4, the loading component[0094]154 may insert a public customer record into the consumer/companycross reference database120 for each properly identified customer in the extract. The public customer record inserted by the loading component154 may include the virtual key of the consumer associated with the company ID identified in the extract. Alternatively, any other data for cross-referencing the consumer to one of the participatingbusinesses102 from which customer information was extracted may be part of the public customer record.
• In addition to loading public customer records, the loading component[0095]154 may also load private customer records of properly identified consumers into the distributeddatabase104. The company ID associated with the extract may preferably be used to determine which secure database(s) within the distributeddatabase104 are loaded with private customer records. In addition, the company ID may preferably be used to determine the information content of the private customer records. Other factors, such as, other participating businesses, consumer preferences or any other parameters may also be included in the information content determination.
• In the example illustrated in FIG. 3, if the extract was from the participating[0096]communication provider110, the loading component154 may generate and insert private customer records in the participatingcommunication provider database114. Based on the company ID of the participatingcommunication provider110, the private customer records preferably include the virtual key associated with the internal customer ID of each customer of the participatingcommunications provider110, along with the enabled communication channel(s). In addition, the company ID may be included in private customer records. The company ID may be included where the customer information in the participatingcommunication provider database114 includes information from multiple participatingbusinesses102.
• If, on the other hand, the extract was from a participating[0097]company108, for each properly identified customer, a private customer record may be generated and inserted in the participatingcompany database116. In this case, based on the company ID, the private customer record may include the virtual key associated with the internal customer ID for each customer of the participatingcompany108. Similar to the participatingcommunication provider database114, the company ID may also be include where information from multiple participatingbusinesses102 is included in the same participatingcompany database116.
• Processing with the load and[0098]scrub processing module140 may be repeated for each of the participatingbusinesses102. With the customer information extracted, scrubbed and loaded by the load andscrub processing module140, theVCDB system100 may utilize the distributeddatabase104 to provide personalized services. Personalized services may be provided in response to requests forwarded to the request-handlingmodule142.
• Referring again to FIG. 4, the request-handling[0099]module142 of the illustrated example includes aservice router component156, anintent component158, aservice authorizer component160, aninterface component162 and acommunication component164 cooperatively operating as illustrated. The request-handlingmodule142 receives and processes requests for push and pull services. In addition, responses to requests may be formatted and forwarded by the request-handlingmodule142.
• As previously discussed requests originating from consumers may be addressed by the pull services of the VCDB system[0100]100 (FIG. 3). Consumers may initiate requests via an electronic communication channel using for example a wireless communication device. Electronic communication channels may include, for example, short message service (SMS), 2-way text, voice-interface to a voice recognition system, interactive messaging, a chat-system or any other mechanism for initiating a request. Alternatively, any other form of access channel may be used with wireless or wireline communication devices.
• Requests over an electronic communication channel may also originate from an external event or preferences of the consumer as part of push services provided by the VCDB system[0101]100 (FIG. 3). Such requests may originate from one of the participating businesses102 (FIG. 3), in the form of, for example, information manually entered via a website and/or based on an automated request process triggered by events/data within the participating business. In addition, email messages, HTTP requests, or any other form of request for push services may be sent to the request-handlingmodule142. Such requests are received and processed by theservice router component156.
• Referring once again to FIGS. 3 and 4, the[0102]service router component156 receives requests and initiates queries of the distributeddatabase114 based on the requests. In addition, theservice router component156 activates the other components in the request-handlingmodule142 to process the requests. Theservice router component156 may also perform other functions such as, for example, initiating and/or maintaining secure connections, such as, secure socket layer (SSL) communication with other devices in theVCDB system100, maintenance of the secure databases and/or any other operationally related functionality of theVCDB system100.
• The[0103]service router component156 may also process a request to identify an electronic communication channel for messages responsive to the request. An electronic communication channel identified in the request may be designated for messages responsive to the request. Alternatively, the electronic communication channel for responses may default to the channel the request was received from. In another alternative, theservice router component156 may query the consumerinternal profile database122 to determine a consumer designated electronic communication channel. In still other alternatives, any and/or all of the previously discussed channel identification mechanisms may be available.
• Upon receipt of a request for pull services from a consumer, the[0104]service router component156 may activate theintent component158. Theintent component158 determines the nature of the request for pull services. Determination of the nature, or intent, of the request may allow identification of the company ID of the participatingbusinesses102 to which the request should be directed. Theintent component158 may utilize techniques such as, for example, natural language processing, keyword triggering processing, pre-defined menu choices and/or any other analysis mechanism for determining the intent of the request. Natural language processing allows a request in free-text, such as, for example, “What are the details of my flight?” With keyword trigger processing, pre-defined keywords may be identified in the request, such as, for example, “Itinerary.” Pre-defined menu choices allow a choice from a list of pre-determined menu options.
• Activation of the[0105]service authorizer component160 by theservice router component156 may occur when requests for push and/or pull services are received. Theservice authorizer component160 performs an authorization process. The authorization process may determine if the originator of the request has the necessary authorization level to make such a request.
• Determination of the authorization level may involve verification of consent for the release and use of any customer information that may be needed to process and provide a response to the request. In addition, the level of access granted to individual consumers to obtain information from one of the participating[0106]businesses102 responsive to requests may be determined. Further, verification may involve determining the level of personalized services to which a consumer has subscribed or agrees to subscribe. One such authorization level verification process for wireless communications device is disclosed by commonly assigned co-pending patent application to Portman et al. entitled SERVICE AUTHORIZER filed with the U.S. Patent Office on Oct. 3, 2002, and assigned application Ser. No. 10/263,566, which is herein incorporated by reference in its entirety.
• The[0107]service authorizer component160 may determine the authorization level based on the individual consumer making requests for pull services or intended to receive customer notification based on a request for push services. Upon receipt of a request, theservice authorizer component160 may access the consumerinternal profile database122 to verify the authorization level. The virtual key along with one of the participatingbusinesses102 identified by theintent component158 may be utilized during the verification process. Alternatively, theservice authorizer component160 may include authorization level information, and/or may access any other database(s) containing such information.
• The[0108]interface component162 provides an interface to the participatingbusinesses102 for sending and receiving data and commands. Interfacing with the participatingbusinesses102 may involve formatting the request with, for example, proprietary communication protocols, HTTP, SOAP, IIOP, modem communications or any other communication protocol. In addition, interfacing may involve formatting the request in, for example, SQL, SOAP, CORBA, HTML, XML, RMI, C++, Cobol, text messages or any other format compatible with the participatingbusinesses102. Theinterface component162 may include a plurality of interface sub-components. Each of the interface sub-components may provide an interface to one of the participatingbusinesses102. Accordingly, requests for pull services may be directed to a particular interface sub-component based on the identity of the participating business by theintent component158.
• The[0109]interface component162 may similarly receive and format responses from the participatingbusinesses102. The responses may be provided by the participatingbusinesses102 in response to requests for pull services from consumers. In addition, requests for push services may be provided to theVCDB system100 via theinterface component162.
• The[0110]communication component164 may provide the mode(s) of communication for messages to and from consumer communication devices based on identification of the electronic communication channel. Messages may include responses to request for pull services as well as customer notifications resulting from requests for push services. Thecommunication component164 may also place the messages on the identified electronic communication channel.
• Providing the communication mode may involve, for example, creating text messages, alarms, video messages, audio messages and/or any other mechanism for conveying information based on identification of the return electronic communication channel. In addition, providing the communication mode may include protocol modification/changes, information presentation changes and/or other modifications/changes, based on the return electronic communication channel. One example technique for formatting a message in both text and/or audio messages during the course of a single interaction is to use multi-modal messaging. Alternatively, the[0111]communication component164 may provide an interpretation and/or conversion function for both incoming requests from communication devices, as well as outgoing responses.
• Referring once again to FIG. 4, the[0112]administrator106 of the illustrated example also includes the transaction-monitoring module144. In other examples, the transaction-monitoring module144 may not be included in theadministrator106. The illustrated transaction-monitoring module144 includes a usage-trackingcomponent168 and a data-mining component170.
• The usage-tracking[0113]component168 may create an electronic record related to the processing of each request by the request-handlingmodule142. The electronic records may be stored in the shared participant database118 (FIG. 3). Alternatively, electronic records for the participating businesses102 (FIG. 3) or groups of participatingbusinesses102 may be stored in the participating communication provider database114 (FIG. 3), the company database116 (FIG. 3), a dedicated database (not shown) and/or any other location within the VCDB system100 (FIG. 3).
• When the request is for pull services, for example, the electronic record may include the virtual key of the relevant consumer, the date/time of the request and/or the response, the intent of the request and the parameters of the request. In addition, the electronic record may include the company ID responding to the request, parameters of the response, the communication channel used for the request and the communication channel used for the response.[0114]
• Similarly, when the request is for push services, the virtual key, the company ID, the date/time of the request and the communication channel may be included in an electronic record. Alternatively, the virtual key of the relevant individual may not be maintained in the electronic records. Instead, the electronic records of transactions may be fully anonymous from the consumer perspective. In addition, the company ID may be replaced with a company group ID to maintain anonymity of the participating businesses[0115]102 (FIG. 3).
• Referring once more to FIGS. 3 and 4, the data-[0116]mining component170 may gather and process statistical data related to operation of theVCDB system100. Operationally related data may be provided to the data-mining component170 during operation of theVCDB system100. The data-mining component170 may be used to support the usage-trackingcomponent168 in gathering statistical data. Varying degrees of data mining with the data-mining component170 may be used to determine, for example, how individual consumers and/or demographic categories of consumers are leveraging the supported personalized services of theVCDB system100.
• For example, demographic characteristics may be included in the consumer[0117]internal profile database122. Transaction record data collected by the usage-trackingcomponent168 may then be mined by the data-mining component170 based on the demographic characteristics. Any other operational data may also be gathered and processed by the data-mining component170.
• FIG. 5 is a block diagram of an example the[0118]VCDB system100 that may engage in push and/or pull services. In the illustrated example, theVCDB system100 includes the participatingbusinesses102, the distributeddatabase104 and the request-handlingmodule142 operatively coupled as illustrated. In addition, at least onecommunication device180 is depicted in the illustrated example as coupled with the participatingbusinesses102. Thecommunication device180 may be a wireless device and/or a wireline device. In the presently preferred embodiments, thecommunication device180 is a wireless communication device.
• The participating[0119]businesses102 include at least one participatingcompany108 and at least one participatingcommunication provider110 similar to the previously discussed examples. In addition, the distributeddatabase104 is depicted as including the participatingcommunication provider database114, the participatingcompany database116, the consumer/companycross reference database120 and the consumerinternal profile database122. The request-handlingmodule142 includes the previously discussedservice router component156, theintent component158, theservice authorizer component160, theinterface component162 and thecommunication component164.
• Referring now to the flow diagram of FIG. 6, an operational example of the[0120]VCDB system100 illustrated in FIG. 5 will be explained when a request for pull services is received by theVCDB system100. In this operational example, the previously discussed load and scrub processes have already occurred such that theVCDB system100 is populated with data. The operation begins atblock202, where a request for pull services is forwarded from thecommunication device180 of a consumer to the participatingcommunication provider110 over an electronic communication channel. Atblock204, the participatingcommunication provider110 forwards the request to the request-handlingmodule142.
• The[0121]service router component156 processes the request and activates theintent module158 to determine the intent of the request atblock206. Atblock208, theservice router component156 queries the participatingcommunication provider database114 to determine the virtual key associated with the consumer based on the identification of thecommunication device180 in the request. Once the virtual key and the intent of the request are identified, theservice router component156 activates theservice authorizer component160 to determine if the transaction has the necessary authorization level atblock210. The authorization level is determined by theservice authorizer component160.
• If the necessary authorization level is not approved, a request denied message is returned to the[0122]communication device180 via the participatingcommunication provider114 atblock212. If the necessary authorization level is denoted as approved, theservice router component156 queries the participatingcompany database116 in order to determine the internal customer ID associated with the previously identified virtual key atblock214. Atblock216, theservice router component156 activates theinterface component162 based on the intent of the request and passes the request along with the internal customer ID to theinterface component162 for processing.
• The[0123]interface component162 queries the participating business, in this example, the participatingcompany108, to execute the consumer request atblock218. Atblock220, the participating business generates a response to the request and forwards the response to theinterface component162. The response is formatted by theinterface component162, and forwarded to thecommunication component164 via theservice router component156 atblock222. Atblock224, thecommunication component164 transmits the response back to the consumer on an electronic communication channel identified with the request and determined by theservice router component156.
• Referring now to the flow diagram of FIG. 7, an operational example of the[0124]VCDB system100 illustrated in FIG. 5 will be explained when a request for push services is received by theVCDB system100. Similar to the operation described with reference to FIG. 6, theVCDB system100 has previously been populated with data.
• The operation begins at[0125]block302, where a request for push services is forwarded from one of the participatingbusinesses102, in the illustrated example, the participatingcompany108, to the request-handlingmodule142. Atblock304, theinterface component162 receives, processes, formats and forwards the request to theservice router component156. Theservice router component156 queries the appropriate participatingcompany database116 to identify a virtual key atblock306 based on the company ID and the internal customer ID of the consumer identified in the request. Atblock308, theservice router component156 activates theservice authorizer component160 to determine whether the transaction has the necessary authorization level.
• If the authorization level is insufficient, a request denied message is returned via the[0126]interface component162 to the originator of the request atblock310. If the authorization is denoted as approved, theservice router component156 utilizes the virtual key to query the consumer/companycross reference database120 to identify participating communication provider(s)110 available to provide communication services to the consumer atblock312. In addition, atblock314, theservice router component156 queries the consumerinternal profile database122 to determine which electronic communication channel should be used in this situation (based on time of day, business sending the message, importance of the message, etc.). In the illustrated example, the electronic communication channel for thecommunication device180 associated with the company ID of the participatingcommunication provider110 is identified.
• Following identification of the electronic communication channel, the[0127]service router component156 queries the participatingcommunication provider database114 based on the company ID and the virtual key to determine the device address of thecommunication device180 atblock316. Atblock318, theservice router component156 activates thecommunication component164 to format a message for the consumer appropriate for the identified electronic communication channel. Thecommunication component164 transmits the information to thecommunication device180 based on the previously determined electronic communication channel and the preferences of the consumer atblock320.
• The previously discussed[0128]VCDB system100 may provide personalized services to consumers in the form of real-time external access to personalized customer data and related services. The personalized customer data and services may be provided from participatingbusinesses102 without requiring the participatingbusinesses102 to directly share customer data with each other. In addition, theVCDB system100 acts as a liaison allowing consumers to request customer specific information without including identifying information specific to a participating business. Similarly, the participatingbusinesses102 may utilize theVCDB system100 to successfully request notification of consumers without specification of the communication channels used for notification.
• Information Assistance Using Multi-Modal Messaging[0129]
• Referring to FIG. 8, an embodiment of the present invention discloses a[0130]information assistance application800 that may be used by one of a plurality ofwireless requestor terminals802 to obtain a subscriber information record from asubscriber database804 associated with one of a plurality ofsubscriber terminals806. Theterminals802,806 may be connected to a wirelessaccess network provider808 that may have a plurality ofaccess points810 in various geographic locations. The access points810 are designed to provide wireless service coverage to theterminals802,806. The wirelessaccess network providers808 may be connected with an informationassistance application server812 that may include at least a portion of theinformation assistance application800. Those skilled in the art should recognize that theinformation assistance application800 may be designed to run as a distributed process application that may store pieces or software modules of theinformation assistance application800 on each device that takes advantage of the service.
• The wireless[0131]access network providers808 may be connected with at least onerouter814 or at least oneswitching device816 that may be used to transfer data to and from the informationassistance application server812. The access points810 may be connected with the informationassistance application server812 using any conventional network connection devices and systems. Although not illustrated, theaccess points810 may include a base station that is connected with a base station server that is used to control operation of the access points810. The base station server may be connected with the informationassistance application server812 or various other network connection methods may be used. Those skilled in the art should recognize that various methods and systems exist that may be set up or installed to operate as the access points810.
• Referring to FIG. 9, a flow chart is set forth that illustrates some of the exemplary process steps performed by the[0132]information assistance application800 during operation. The present invention discloses ainformation assistance application800 that allows a Requestor to generate and send the information assistance application800 a request for contact information associated with a Subscriber assigned to a wirelessaccess network provider808. The Requestor uses therequestor terminal802 to generate the request for contact information, which is illustrated atstep900. The request may be in the form of a text-based message or may also be a voice-based request. Once generated, atstep902 the request is transmitted to the informationassistance application server812. As such, the request may travel from theaccess point810 to the informationassistance application server812.
• At[0133]step904, theinformation assistance application800 applies logic to the request and determines how to contact the person or company (Subscriber) identified by the request. Theinformation assistance application800 may access thesubscriber database804 to locate the contact information associated with the Subscriber identified by the request. Once the Subscriber is identified or located, theinformation assistance application800 generates a message that is sent to the Subscriber identified by the request, which is illustrated atstep906. The message may contain an information record associated with the Requestor that may identify the Requestor by name, mobile number, home number, work number, address, email address and so forth. The message may also contain information that clearly identifies to the Subscriber that the incoming message is a request for the release of contact information and an indicator that prompts the Subscriber for a response to the message.
• As set forth above, at[0134]step906 thesubscriber terminal806 is sent a message that requests permission to release their respective contact information to the Requestor. The message preferably reveals the identity of the Requestor to the Subscriber. The Subscriber may have predefined parameters indicating a preferred way to be contacted about releasing information and as such, theinformation assistance application800 may also look to see if any of these parameters exist. For example, the Subscriber may only like to be contacted about releasing information through a short message service message or an email alert and so forth. In other words, the Subscriber may not prefer to receive a telephone call from a computer operator every time someone requests contact information. As such, theinformation assistance application800 will allow a Subscriber to set up or program preferences about preferred ways in which he/she desires to be contacted.
• Once the[0135]subscriber terminal806 receives the message from the informationassistance application server812, the Subscriber may review the message contents and indicate whether or not to provide their contact information to the Requestor, which is illustrated atstep908. For example, the Subscriber may be prompted to press “7” on the keypad if he/she wants to provide the requested information or press “0” if he/she does not want to provide the requested information. If a voice recognition application is being used by theinformation assistance application800, the Subscriber may be prompted by theinformation assistance application800 to simply say “Yes” or “No” and so forth. If the Subscriber does not allow the Requestor to obtain his/her contact information, atstep910 theinformation assistance application800 receives a reply having a flag set indicating not to provide the information to the Requestor. At that point, theinformation assistance application800 generates a response indicating that the information requested by the Requestor will not be released, which is illustrated atstep912. After the response is generated, atstep914 it is transmitted to therequestor terminal802.
• If the Subscriber replies to the request for contact information by indicating that his/her contact information may be released or provided to the Requestor, at[0136]step916 theinformation assistance application800 receives a reply having a flag set to indicate that it is alright to provide the Requestor with the contact information. Atstep918, theinformation assistance application800 generates a response to the request that contains contact information that is releasable per the Subscriber. The Subscriber may have a profile that indicates the type of information that may be released. For example, the Subscriber may only want their mobile telephone number and/or email address released and not their home telephone number. Atstep914, the response is transmitted from the informationassistance application server812 to therequester terminal802. The response is preferentially generated as a multi-modal message that is sent to the Requestor terminal in at least two types of message formats, for example a voice-based response and a text-based response.
• Referring to FIG. 10, the[0137]information assistance application800 may include apermission module1000, avoice recognition module1002, a naturallanguage processing module1004, a computer-telephony integration (“CTI”)module1006, a text-message interpretation module1008, arequestor identification module1010, a virtualcustomer database module1012, asubscriber preference module1014 and avoice printing module1016. Generally speaking, thepermission module1000 controls the overall operation of theinformation assistance application800 and interacts with the other modules to obtain data and transfer data to and from therequester terminal802 and thesubscriber terminal806. Thepermission module1000 is used to determine if therequestor terminal802 is authorized to make the request for contact information, use the other modules to determine the contact information of the Subscriber, and pass the contact information on to therequestor terminal802 if the Requestor is authorized to receive the data.
• As set forth above, the present invention provides a method and system that enables a Requestor to place a phone call (or make some other type of request in a different format) to the[0138]information assistance application800 and request a phone number (or other contact information) of another Subscriber who's terminal is also connected to a wireless communication system. The request may include one of the following, or some combination of the following information about the Subscriber: first name, last name, address, employer, home phone number, office phone number, Subscriber's wireless service provider, previous wireless phone number and/or wireless provider, other personal proprietary information and so forth. For example, the request message may comprise a message received in one of the following formats: “I need the wireless number for Mike Jones who has a XYZ Company wireless phone” or “I need the wireless number for Mike Jones who's home telephone number is 999-232-2231”.
• In order to make the request, the[0139]requestor terminal802 may contain a information assistance application module, a link in a browser type interface, or a stored telephone number that allows the Requestor to enter or input the request, which contains information about the Subscriber. In one embodiment, the Requestor may place a telephone call to a predetermined number that routes the Requestor to the computertelephony integration module1006 of theinformation assistance application800. The computertelephony integration module1006 may include a human Operator that listens to and interprets the request and enters data representing the request into a terminal using a keyboard, mouse, and or other human computer interface devices. In this embodiment of the invention, theinformation assistance application800 would preferably employ the use of the computertelephony integration module1006 to enable a screen-pop (a display of Requestor proprietary information on the Operator's terminal upon initial receipt of the call just prior to the Operator answering the call).
• Preferably, the Requestor may speak to a computer system enabled with computer telephony integration to answer the telephone call and the[0140]voice recognition module1002 to interpret the spoken request. In any embodiment of the invention that incorporates a spoken request interpreted by a computer application, theinformation assistance application800 may include an integratedvoice recognition module1002 and a naturallanguage processing module1004 that interpret the spoken request. The naturallanguage processing module1004 allows the Requestor to use normal speech when making the request instead of replying to prompts. As such, the naturallanguage processing module1004 is designed to interpret natural spoken requests.
• In another embodiment of the present invention, the Requestor operates the wireless or wired phone or terminal[0141]802 to send a text message to theinformation assistance application800. Theinformation assistance application800 may include a text-message interpretation module1008 that may be used to interpret incoming text-based requests. The message may be sent via the Internet using any HTTP, STMP, or instant messaging protocol. If a wireless phone is used, a short message service (SMS) text message or other protocol and format may be used. The request may be entered using awireless terminal802 connected to a server running a WAP application. In the case that the written request is created using natural language, for example, “What is John Smith's wireless phone number?” or “Give me the wireless number of Jane Doe.”, theinformation assistance application800 will preferably use the text-message interpretation module1008 and the naturallanguage processing module1004 to interpret the request and generate the message that is sent to the Subscriber.
• In the preferred embodiment of the invention, as the request is sent from the[0142]requester terminal802, some unique information about therequestor terminal802 such as the serial number, requestor name, telephone number, or other such identifying information is sent with the request to aid in determining the identity of the Requestor. Therequestor identification module1010 of theinformation assistance application800 may be used to determine the identification of the Requestor. In the case that the message is in the form of a spoken request, theinformation assistance application800 may use avoice printing module1016 to validate that the user of therequestor terminal802 is the individual assigned to the requestor terminal802 per the customer agreement with the wireless accessnetwork service provider808, thus ensuring that when the request is delivered to the Subscriber, the Requestor's identity can be accurately represented. In addition, thevoice printing module1016 may be used to identify the Requestor.
• After the request is received and initially processed, the[0143]permission module1000 applies logic to determine how to contact the Subscriber. Thepermission module1000 of theinformation assistance application800 may have access to thesubscriber database804, which contains a plurality of contact information records about the Subscribers of various wireless accessnetwork service providers808. Thepermission module1000 may query thesubscriber database804 to locate the contact information record of the Subscriber in question and use thesubscriber preference module1014 to determine the appropriate way to contact the Subscriber.
• The Requestor and the Subscriber may or may not use the same wireless[0144]network service provider808. In the case that the Requestor and Subscriber'sterminals802,806 are supported by different wirelessnetwork service providers808 or in the case that the Requestor has made his/her information available only through a virtualcustomer database system1018, thepermission module1000 may send a request to the virtualcustomer database system1018 and use the methods described in the section entitled Virtual Customer Database above to determine how to contact the Subscriber. This allows theinformation assistance application800, which may be owned and/or operated by the Requestor's service provider or a third party, to make a request to the virtualcustomer database system1018 that will in turn release the appropriate information to the requesting system, or forward the request to a system owned and/or operated by the Subscriber's service provider. This enables the request to be processed without releasing the Subscriber's customer proprietary information per the preferences set by the Subscriber.
• The[0145]permission module1000 may determine that the Subscriber has set his/her permissions such that none of his/her customer proprietary information may be disclosed. The preferences may deny the Requestor specifically by name, by telephone number, or the preferences may deny the Requestor categorically using some other criteria such as the Requestor's employer, or other demographic information. Theinformation assistance application800 preferably uses the methods described in the section entitled Virtual Customer Database above to retrieve Requestor proprietary information or some representation of this data. The request therefore, may include Requestor proprietary information such as the Requestor's: first name, last name, address, home phone number, office phone number, employer, or other demographic information. For example, “This is Jane Barton with ABC Printing, and I need the wireless phone number of Joe Smith.”
• The[0146]permission module1000 may also use thesubscriber preference module1014 to determine a preferred method for contacting the Subscriber based on preferences set by the Subscriber upon initiation of the permission service. These preferences may be stored in thesubscriber database804 or in a permission database made accessible using the methods described in the section above entitled Virtual Customer Database and may include a method of contact such as “text message to wireless phone”, “email”, “phone call”, “voice mail”, “instant message” and any combination of these contact methods with preferences depending on time of day and day of week/month and so forth. Thesubscriber preference module1014 may be used to determine the preferred contact method of the Subscriber.
• As set forth above, once the[0147]information assistance application800 interprets the request, it generates and sends a message to the Subscriber's terminal806 containing a request for authorization to provide the Subscriber's contact information (i.e.—phone numbers, email addresses, addresses, fax numbers and so forth) to the Requestor. The format, content, and transfer method of the message may be determined by thepermission module1000 and/or thesubscriber preference module1014. In addition, the format, content, and transfer method of the message may be determined using Subscriber proprietary information from the virtualcustomer database system1018. This information may include preference information for method of contact by day of week, time of day, date and so forth. For example a Subscriber may prefer to receive a short message service (“SMS”) message to their terminal during business hours from 8 a.m. to 6 p.m., and prefer to receive a voicemail to their terminal voice mailbox between 6 p.m. and 8 a.m. As such, the message may be transferred to the Subscriber's terminal806 or storage method and account associated with the Subscriber's terminal806 using the Subscriber proprietary information obtained from the virtualcustomer database system1018.
• In a preferred embodiment of the invention, the message sent to the Subscriber's terminal[0148]806 includes the Requestor's name and/or other information unique to the Requestor so that the Subscriber will know who is requesting his/her information. In another preferred embodiment of the invention, the request for authorization to provide contact information to the Requestor includes a request to provide additional customer proprietary information about the Subscriber such as Full Name, Address, additional phone numbers, Employer's name and other information commonly shared amongst individuals to be stored in personal address books and/or personal contact information databases. The message may be sent to the Subscriber's terminal806 using any one of the following methods or preferentially, using multi-modal messaging: SMS, email using SMTP or any other email format to an email addressable wireless terminal including handheld PCs, pagers or phones, instant message to a wired or wireless terminal, human or machine generated (using a text to speech module (not illustrated)) spoken message delivered to a voice messaging inbox associated with the Subscriber'swireless terminal806 or through a call to the Subscriber's terminal806.
• The Subscriber replies to the text message indicating whether his/her information may be released to the Requestor using the[0149]subscriber terminal806. Instead of replying by sending a text message, the Subscriber may place a phone call to a human operator using a computer enabled with CTI, or to a system enabled with CTI, voice recognition, and/or natural language processing that will interpret the spoken response of the Subscriber. The Subscriber may also use any method described in the section above entitled Multi-Modal Messaging.
• The[0150]information assistance application800 may use thepermission module100 to receive and interpret the reply from thesubscriber terminal806. If the reply contains an indicator that authorizes the release of the Subscriber contact information, thepermission module1000 prepares a message that will be sent to the Requestor containing the appropriate contact information of the Subscriber. Again, thepermission module1000 may use the virtualcustomer database module1012 to access the virtualcustomer database system1018 to obtain the appropriate contact information. If the Subscriber does not authorize the release of information, thepermission module1000 prepares a response to be sent to the Requestor's terminal802 indicating that the requested contact information will not be provided.
• The[0151]permission module1000 may communicate with other applications to send the message to the Requestor's terminal. Thepermission application1000 may use a text-to-speech module to convert a text-based response into a voice-based response. In the preferred embodiment of the invention, theinformation assistance application800 may send a message to the virtualcustomer database system1018 such that the virtualcustomer database system1018 is triggered to send the request to the Subscriber's wireless service provider'ssystem808. Theinformation assistance application800 may receive the response from the Subscriber using one of several different types of message formats, where the Requestor sends the initial request to the system.
• In another preferred embodiment of the invention, the Requestor may be an individual or computer system representing a business and the information requested includes customer proprietary information as it relates to the Subscriber's account information with the wireless[0152]network service provider808 or any other business such as an airline carrier, or financial institution. For example, if someone is a customer of a financial institution that provides credit cards to consumers, this company may choose to use this system to retrieve a subscriber's airline frequent traveler program identification number in order to provide the subscriber with some benefit for using the credit card to purchase tickets from the airline.
• The present invention may advantageously take advantage of multi-modal messaging whenever a message or reply is sent to the[0153]terminals802,806 and/or theinformation assistance application800. In addition, when information is needed, the present invention may also take advantage of the virtualcustomer database system1018 to lookup or retrieve the appropriate data, to set permissions, preferences and so forth. As set forth above, the Requestor and/or the Subscriber may have preferences on the type of information that is given out or made available and the message format for the various types of messages sent and received.
• While various embodiments of the invention have been described, it will be apparent to those of ordinary skill in the art that many more embodiments and implementations are possible within the scope of the invention. Accordingly, the invention is not to be restricted except in light of the attached claims and their equivalents.[0154]

Claims (35)

What is claimed is:

1. A method of providing information assistance to a wireless terminal, comprising the steps of:

generating a request for an information record associated with a subscriber terminal using the wireless terminal;

transmitting the request to an information assistance application located on a information assistance server;

determining how to contact the subscriber terminal concerning the request using the information assistance application;

generating an authorization request to provide the information record of the subscriber terminal to the wireless terminal as a function of the determining step;

transmitting the authorization request to the subscriber terminal; and

receiving a reply from the subscriber terminal indicating whether or not to provide the information record to the wireless terminal.

2. The method ofclaim 1, further comprising the step of generating a response for the wireless terminal that includes the information record of the subscriber terminal.

3. The method ofclaim 2, further comprising the step of transmitting the response to the wireless terminal.

4. The method ofclaim 3, where the response comprises a multi-modal message.

5. The method ofclaim 1, where the request includes at least one information record item about the subscriber terminal that may be selected from a group of information record items comprising a first name, a last name, an address, an employer, a home phone number, an office number, a subscriber's wireless service provider, a previous wireless phone number, or a previous wireless provider.

6. The method ofclaim 1, where the information assistance application includes a voice recognition module that interprets the request and determines how to identify and contact the subscriber terminal.

7. The method ofclaim 1, where the information assistance application includes a voice recognition module and a natural language processing module that are used to interpret the request.

8. The method ofclaim 1, where the request comprises a text message.

9. The method ofclaim 8, where a natural language processing module is used to interpret the request to determine how to contact the subscriber terminal.

10. The method ofclaim 1, where the information assistance application queries a virtual customer database system to determine how to contact the subscriber terminal.

11. The method ofclaim 10, where the virtual customer database system includes a customer proprietary information record that has customer contact data setting forth a contact preference associated with the subscriber terminal.

12. The method ofclaim 1, where the information assistance application interprets the reply from the subscriber terminal and generates a multi-modal response that is transmitted to the wireless terminal.

13. A computer program embodied on a computer readable medium for providing information assistance to a wireless terminal in a wireless communication system, comprising:

a code segment that allows a requestor to generate a request for an information item associated with a subscriber terminal using the wireless terminal;

a code segment that transmits the request to a information assistance application located on a information assistance server;

a code segment that determines how to contact the subscriber terminal;

a code segment that generates an authorization request to provide the information record of the subscriber terminal to the wireless terminal;

a code segment that transmits the authorization request to the subscriber terminal; and

a code segment that interprets a reply from the subscriber terminal indicating if the information record of the subscriber terminal may be provided to the wireless terminal.

14. The computer program ofclaim 13, further comprising a codes segment that generates a response for the wireless terminal that includes at least a portion of the information record associated with the subscriber terminal.

15. The computer program ofclaim 14, further comprising a code segment that transmits the response to the wireless terminal.

16. The computer program ofclaim 14, where the response comprises a multi-modal message.

17. The computer program ofclaim 13, where the information assistance application includes a voice recognition module that interprets the request to determine how to identify the subscriber terminal.

18. The computer program ofclaim 13, where the information assistance application includes a voice recognition module and a natural language processing module that are used to interpret the request.

19. The computer program ofclaim 13, where the request comprises a text message.

20. The computer program ofclaim 13, further comprising a voice print module for determining an identity associated with a creator of the request.

21. The computer program ofclaim 13, where the information assistance application uses a virtual customer database system to determine how to contact the subscriber terminal.

22. The computer program ofclaim 13, further comprising a code segment that provides a requestor information record associated with the wireless terminal to the subscriber terminal.

23. The computer program ofclaim 13, further comprising a code segment that allows the subscriber terminal to save the requestor information record in a personal information management application on the subscriber terminal.

24. The computer program ofclaim 13, further comprising a code segment that allows the wireless terminal to save the information record associated with the subscriber terminal in a personal information management application on the wireless terminal.

25. A system for providing information assistance to a wireless terminal, comprising:

logic that allows a requestor to generate a request for an information item associated with a subscriber terminal using the wireless terminal;

logic that transmits the request to an information assistance application;

logic that determines an identity of a person associated with the subscriber terminal;

logic that determines how to contact the subscriber terminal as a function of a contact preference associated with the subscriber terminal;

logic that generates an authorization request to provide the information item associated with the subscriber terminal to the wireless terminal as a function of the contact preference;

logic that transmits the authorization request to the subscriber terminal; and

logic that allows the subscriber terminal to generate a reply to the authorization request indicating whether or not to provide the information record to the wireless terminal.

26. The system ofclaim 25, further comprising logic that generates a response for the wireless terminal that includes at least the information item.

27. The system ofclaim 26, further comprising logic that transmits the response to the wireless terminal.

28. The system ofclaim 26, where the response comprises a multi-modal message.

29. The system ofclaim 26, further comprising logic located on the wireless terminal that allows the wireless terminal to save the information item associated with the subscriber terminal.

30. The system ofclaim 29, where the information item is saved in a personal information management application located on the wireless terminal.

29. The system ofclaim 25, where the authorization request comprises a multi-modal message.

30. The system ofclaim 25, where the authorization request includes a requestor information item that identifies the requestor to the subscriber terminal.

31. The system ofclaim 30, where the requestor information item may be stored on the subscriber terminal.

32. The system ofclaim 31, where the requestor information item may be stored in a personal information management application located on the subscriber terminal.

33. A system for providing information assistance to a wireless terminal, comprising:

means for allowing a requestor to generate a request for a contact information record of a subscriber terminal using the wireless terminal;

means for determining an identity associated with the subscriber terminal;

means for generating a message for the subscriber terminal requesting permission to release the contact information record associated with the subscriber terminal to the requestor;

means for transmitting the message to the subscriber terminal;

means for the subscriber terminal to generate a reply to the message; and

means for interpreting the reply from the subscriber terminal.

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